Florida State University Implements Parature’s Customer Support Solution in 10 Departments Across Campus
Parature Replaces BMC Remedy Product Due to Difficult Use and Costly Maintenance
McLean, VA (December 05, 2005) – Parature, providers of award winning, on demand customer support software, announced today that Florida State University (FSU) has deployed Parature’s support solution in ten separate departments across its campus. FSU’s Enterprise Resource Planning (ERP) Department was the first to deploy Parature’s solution in June 2004 when they replaced BMC Remedy due to difficulties in use and costly maintenance. Today, FSU’s Human Resources, Payroll Services and seven other departments are successfully utilizing Parature’s support solution. “Parature’s solution has attributed to our success in offsetting the high volumes of technical support calls we received from our campus of over 38,000 students, faculty and staff. Observing the success of the ERP Department, we knew their scalable solution could provide the same service to the other departments we support,” stated Dr. Michael Barker, Director of User Services at FSU.
Implementing a system wide approach has allowed the different FSU departments to share critical data and track end user behaviors. “By creating a centralized solution, our departments have saved time by eliminating cross-departmental redundancies. The results have led to an increase in productivity and overall user satisfaction levels,” mentioned Barker.
Delivered as a hosted model, Parature provides quick implementation and lower operating costs when compared to traditional installed solutions. “Had we continued with our previous installed solution, we would have been responsible for installing the software on each computer and hiring an administrator to maintain each department’s separate database. With Parature’s solution, all we did was request additional seats and in a matter of weeks our other departments were up and running,” stated Barker.
In addition to providing support to their campus community, Parature’s wide range of integrated features is serving as an internal employee communication tool. “Employees can now visit our support portal to obtain information regarding payroll, leave requests, travel expenses and other internal processes,” concluded Barker.
“Providing support has become a critical issue for the higher education sector,” stated Duke Chung, CEO at Parature. “Students and faculty members are increasingly dependent on campus resources, making it even more important to have a centralized support solution so that every department is on the same page to ensure optimal performance.”
Source: Parature